Vanessa Mercado
Hickory,NC
Summary
Flexible Desktop Support Specialist ready to excel in any operational structure and enhance all support departments. Talented at discerning root causes and deriving solutions even with minimal information and physically restricted system access. Skilled provider of service via in-person interactions or remote support solutions. History of minimizing downtime by responding to problems with an efficient mindset. Excellent communication, planning and interpersonal skills with a superior work ethic. Proficient Desktop Support Analyst familiar with both Windows and Apple desktops. Good troubleshooting and diagnostic abilities paired with experience in hardware updates, software patching and device configuration. Desiring a long-term position with room for career growth.
Overview
9
9
years of professional experience
Work History
Data Center Technician
Employed by Modis at Google
Lenoir, NC
10.2023 - Current
- Applied effective time management techniques to meet tight deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Excellent communication skills, both verbal and written.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Cultivated interpersonal skills by building positive relationships with others.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Provided professional services and support in a dynamic work environment.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Line Cook
McDonald's Restaurant
Hickory, NC
03.2023 - 07.2023
- Cooked multiple orders simultaneously during busy periods.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Restocked food items throughout shift to prepare necessary ingredients for cooking and timely service.
- Kept stations stocked and ready for use to maximize productivity.
- Operated fryers and grills according to instructions to maintain safety and food quality.
- Set up workstations with needed ingredients, utensils and cooking equipment.
- Maintained hygienic kitchen with regular mopping, disinfecting workspace and washing utensils and glassware.
- Followed proper food handling methods and maintained correct temperature of food products.
- Followed proper food handling methods and maintained correct food temperature for high scores on health inspections.
- Cleaned cooking and refrigeration equipment to sanitize and prevent food-borne illness.
- Retained consistent quality and high accuracy when preparing identical dishes every day.
- Maintained safe operations of food prep equipment to reduce complications and retain safety procedures.
- Grilled and deep fried various foods from meats to potatoes.
- Set up and performed initial prep work for soups, sauces and salads.
- Adhered to portion controls and presentation specifications.
- Washed and peeled ingredients to prepare for different meals and recipes.
- Mentored and trained staff by teaching cooking skills and kitchen maintenance, improving overall quality and performance.
- Carried pans and trays of food to and from work stations, stove and refrigerator.
- Prepped garnishes to reduce wait times during lunch and dinner rush.
Desktop Support Analyst
UNC Health Care
Morganton, NC
06.2022 - 07.2023
- Supported users with in-person and remote technical assistance.
- Installed, updated and configured hardware and software.
- Diagnosed and serviced desktops, laptops, software applications and equipment such as printers and fax machines.
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
- Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
- Furnished troubleshooting guidance for remote Doctors, researching unrecognized faults for possible solutions or root causes.
- Oversaw daily performance of computer systems.
- Evaluated software or hardware to recommend improvements or upgrades.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Collected, analyzed and reported on data for use in operational planning.
Executive Sous Chef
Dukes Wine and Bar
Hickory, WV
08.2020 - 01.2022
- Created new menu items, managed food expenses and supervised quality to ensure adherence to standards.
- Coordinated and executed menu planning, recipe development and daily restaurant operations.
- Planned and prepared food product orders to maintain appropriate stock levels.
- Monitored quality, presentation and quantities of plated food across line.
- Trained kitchen workers on culinary techniques.
- Created recipes, incorporating various techniques, to build flavor and unique visual appeal.
- Monitored kitchen area and staff to maintain overall safety and establish proper food handling techniques.
- Assessed inventory levels and placed orders to replenish goods before supplies depleted.
- Focused on customer satisfaction, creating delicious cuisine to impress diners.
- Supervised dramatic changes to kitchens, adhered to health department standards and handled customer requests for healthier food options.
- Supervised [Number] BOH staff members and delivered mentorship to strengthen kitchen skills.
- Monitored meals served for temperature and visual appeal.
- Utilized local, fresh food products to support local economies and showcase community support.
- Supervised specialty dish preparation to satisfy customer requests and cater to various dietary needs.
- Delegated tasks for kitchen employees and developed staff teams to streamline food preparation procedures.
- Experimented with various ingredients and cooking techniques to develop new and flavorful dishes for customers.
- Implemented and maintained excellent service to achieve guest satisfaction.
- Managed ordering, inventory levels, receiving, invoice settling and equipment maintenance.
- Managed kitchen staff team and assigned tasks for various stages of food production.
- Suggested and prepared promotional dishes according to ingredient availability and customer preferences.
- Streamlined kitchen processes to shorten wait times and serve additional guests.
Marketing Manager
King Suzuki
Hickory, NC
03.2017 - 03.2019
- Tracked, analyzed and reported on marketing program results.
- Represented company at local and trade association meetings to promote products.
- Delivered compelling sales presentations to demonstrate expert product knowledge.
- Conducted thorough market research to obtain detailed understanding of consumer needs and trends.
- Measured profitability of each product line and maintained current and accurate sales forecasts.
- Developed and owned strategic narrative on key initiatives to drive category demand.
- Evaluated and reported on campaign performance to relevant stakeholders and leadership across organization.
- Prepared and sent proposals to prospective clients.
- Developed and supervised marketing campaigns and events to maximize income and achieve audience targets.
- Translated market knowledge and strategy into thought-provoking stories and tools for CMO and business teams.
- Managed creation of marketing materials, collateral and sales support tools.
- Developed social media marketing strategies to help brand company and increase sales.
- Worked with management team to oversee and monitor marketing strategy.
- Formulated and launched marketing and promotional campaigns to maximize profits.
- Marketed products and services at tradeshows and promotional events.
- Evaluated marketing personnel and offered constructive feedback on ways to improve.
- Collected and analyzed market research data for use in forecasting.
- Assessed projects against budgets and timelines, keeping team and assignments on task.
- Conducted research to determine ideal markets for products and services.
- Delivered marketing strategy updates to upper-level management.
- Planned advertising campaigns for online, print and other mediums.
- Developed marketing strategies based on corporate objectives and market trends.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
- Created marketing policies and procedures, evaluating and revising to maximize team efforts.
- Planned and facilitated meetings to share marketing plans and explain future business goals.
- Negotiated with vendors to obtain most cost-effective pricing for product distribution.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Interviewed and hired talented individuals to add value to marketing team.
- Prepared marketing campaign budgets with finance personnel.
- Coordinated marketing events for showcasing product and service offerings.
Sales Consultant
Mens Warehouse
Hickory, NC
01.2015 - 02.2017
- Listened to customers to understand needs and refer to optimal services.
- Greeted incoming customers and provided expert sales and service to drive revenue.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Cultivated productive relationships with existing customers through exceptional follow-up after sales.
- Handled credit and debit card payment processing to complete purchasing experience.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
- Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Priced out products for customers and drew up sales paperwork.
- Worked with fellow sales team members to achieve group targets.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Contacted new and existing customers to outline benefits of products.
- Monitored customer order process and addressed customer issues.
- Fostered relationships with customers to expand customer base and retain business.
- Improved overall customer purchasing experiences to promote steady revenue.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Adhered to company initiatives and achieved established goals.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Developed key customer relationships to increase sales.
Education
Associate of Applied Science - Computer Programming & App Development
Catawba Valley Community College
Hickory, NC12.2023
Skills
- Resolving Problems and Incidents
- Error Detection
- Defect Analysis and Resolution
- Technical Troubleshooting
- System Performance Assessments
- Customer Service
- Training Materials Development
- Computer Diagnostics
- Attention to Detail
- Issue and Resolution Tracking
- Software Evaluation
- Verbal and Written Communication
- Customer Service Support
- Organizational Skills
- Troubleshooting Network Issues
- Hardware and Software Repair
- Teamwork and Collaboration
- Interpersonal Skills
- Microsoft Windows and Office
- Collaborative Team Player
- System Performance Assessment
- Help Desk Support
- Multitasking and Prioritization
- Analytical and Methodical
- Mobile Devices
- Networking Experience
- Software Installations
- Peripherals Maintenance
- Remote Assistance
- Diagnostics Abilities
- Hardware Upgrades
- Time Management
- Customer Needs Assessment
- Employee Computer Support
- Problem-Solving
- Online Chat Support
- Friendly and Patient
- Conflict Resolution
- Desktop Partitioning Software
- Inventory Procedure Documentation
- Positive and Upbeat
- Customer Communication and Empathy
- Remote Technical Support
- Highly Professional
- System Configuration
- Component Replacement
- Equipment Inspection
- Kayako Support Ticketing System
Timeline
Data Center Technician
Employed by Modis at Google
10.2023 - Current
Line Cook
McDonald's Restaurant
03.2023 - 07.2023
Desktop Support Analyst
UNC Health Care
06.2022 - 07.2023
Executive Sous Chef
Dukes Wine and Bar
08.2020 - 01.2022
Marketing Manager
King Suzuki
03.2017 - 03.2019
Sales Consultant
Mens Warehouse
01.2015 - 02.2017
Associate of Applied Science - Computer Programming & App Development
Catawba Valley Community College
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